Join your fellow library staff and peers to learn a few tips and tricks on how to deal with our most challenging patrons!
Dealing with Difficult Patrons (ALA Group Webinar)
Date: Wednesday, September 7, 2016
Time: 2:30pm - 4:00pm
Location: Middletown Library Service Center, 786 South Main St., Middletown
Please note: This is a group viewing of an ALA Webinar, to be viewed at the Middletown Library Service Center, 786 South Main St., Middletown. The archived
version of this webinar will only be made available to attendees of the group viewing, per ALA rules.
Every library employee encounters difficult patrons and users from time to time. Whether it’s a troublesome group of teenagers, a loud patron, an angry or even
dangerous person, the experience of dealing with someone unpleasant is common for staff in libraries of just about all sizes and types.
In this workshop, library safety and security expert Steve Albrecht will show you how you can deal with these problem patrons effectively, efficiently, and without
creating major disruptions in your library environment. Library employees at all levels will learn strategies for dealing with such patrons and effectively diffusing challenging situations.
Topics include:
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Developing a security plan and consistent responses for all situations.
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Understanding the need for security thinking in the “new” library
environment.
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How to more accurately define workplace violence, its perpetrators, and types of threats.
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Enforcing Library Codes of Conduct.
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Providing “high-risk” customer service.
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Interacting more effectively with law enforcement.
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Using realistic communication tools that work for all patrons.
About the Instructor
Dr. Steve Albrecht is internationally known for his work on workplace violence prevention, and manages a training and consulting firm specializing in high-risk human resources issues, organizational security concerns, and work culture improvement. His many
books include Tough Training Topics, Service! Service! Service!, Added Value Negotiating, Ticking Bombs: Defusing Violence in the Workplace (written in 1994 as one of the first books on this subject), and Fear and Violence on the Job. A retired San Diego Police
reserve sergeant, he holds a doctorate in business administration, an MA in security management, a BS in psychology, and a BA in English. He is board certified in human resources, security, and employee coaching.
Julie Styles | Professional Development Coordinator | Division of Library Development
julie.styles@ct.gov | 860-704-2206 | 786 South Main St. Middletown CT 06457
Website: http://libguides.ctstatelibrary.org/dld/home | Continuing Education Calendar:
http://cslib.libcal.com/